Privacy Policy

​Welcome!
Our policies are designed to help you get the best possible experience while keeping scheduling fair, safe, and professional for all clients and health providers. Please take a few minutes to review them before your appointment.

1. Booking, Scheduling & Therapist Coverage

Policy:

Clients may book appointments online, by phone, or email, up to 2 months in advance. Appointments are confirmed once you receive a confirmation email.

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Backup Therapist / Coverage:

If your primary therapist, Roxana, is unavailable due to illness, vacation, or scheduling conflicts, Teresa may provide your session. All therapists at Spirit & Body Work are licensed and trained to provide the same high-quality care. You will always be notified in advance if a backup therapist will be seeing you.

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Hours of Operation:

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• Monday: 11:00 AM – 8:00 PM

• Wednesday: 9:00 AM – 1:00 PM

• Thursday: 11:00 AM – 8:00 PM

• Friday: 11:00 AM – 3:00 PM (Teresa)

• Saturday: 3:30 PM – 8:00 PM

• Sunday: 11:00 AM – 8:00 PM

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Why it exists:

This ensures you can reserve the time that works best for you and helps us keep our schedule organized so everyone gets the care they need.

2. Cancellations & Rescheduling

Policy:

Please provide at least 24 hours’ notice to cancel or reschedule. Fees may apply for late cancellations or No Shows.

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Cancellation Fees:

• First late cancellation (less than 24 hours): No charge (one-time courtesy)

• Second late cancellation (within 12 months): 50% of service fee

• Third late cancellation (within 12 months): 100% of service fee

• No Shows: 100% charge of session value; gift certificate sessions that result in a No Show are forfeited

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How to Reschedule:

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1. Notify us at least 24 hours in advance via call, text, or email

2. Provide your preferred new date/time

3. Confirm the new appointment

4. Update your booking online, if applicable

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Gift Certificates:

Gift certificates do not expire. They may be used for rescheduled appointments as long as the original session is canceled or rescheduled at least 24 hours in advance. No-shows for gift certificate appointments will result in forfeiture of the session.

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Why it exists:

Massage slots are limited. When you give us notice, it allows other clients to book that time and keeps our schedule running smoothly. It also ensures fair compensation for therapists’ reserved time. We understand emergencies happen and are always flexible when possible.

3. Late Arrivals

Policy:

A 15-minute grace period is allowed. Sessions may be shortened or a $35 late fee may apply for arrivals beyond that.

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Details:

• Within 15 minutes: Full session provided if no client is scheduled immediately after you

• After 15 minutes: Session shortened to fit remaining time

• Example: 60-minute massage arriving 20 minutes late = 40-minute session

• A $35 late arrival fee may apply for arrivals beyond 15 minutes, regardless of remaining session time.

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Why it exists:

Arriving late affects the schedule for clients after you and may shorten your session. This policy ensures everyone receives their full appointment while respecting the therapist’s time.

4. Payment & Credit Card on File​

Policy:

A credit card is required at the time of booking. We accept cash, credit card, gift card, or Zelle.

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Why it exists:

Holding a card protects both you and the therapist. It secures your appointment, ensures fair compensation if there’s a late cancellation or No Show, and helps keep scheduling fair for all clients.

5. Professional Conduct & Boundaries

​Policy:

Respectful behavior is required at all times. Inappropriate behavior may result in immediate session termination, full payment for the session, and potential refusal of future services.

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Why it exists:

We maintain a safe, professional space so every client can feel comfortable, relaxed, and respected. 

6. Consent & Draping​

Policy:

Clients are professionally draped at all times and must wear undergarments. Only the area being worked on is uncovered.

Why it exists:

Draping protects your privacy, keeps the session professional, and ensures your comfort and safety during treatment.

7. Tipping

​Policy:

Gratuity is not included in session fees.

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Why it exists:

​Tipping is optional and appreciated. The recommended amount is 15–20%, with 25%-30% for exceptional service. Tips support your therapist and help maintain high-quality care.

8. Health & Safety

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• Feeling Sick: Please stay home if you are unwell. If you have a lingering cough, please wear a mask to protect everyone.

• Rescheduling: Contact us to reschedule if you are feeling unwell.
  Therapist Hygiene: Therapists follow strict hygiene and sanitation practices between sessions to ensure a safe environment for all clients.

9. Parking & Access

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• Parking: Free street parking is available in front of Uplift Beauty on Walnut Street. If full, parking is also available on Michigan or Mar Vista Streets.

• Entry: Doors remain locked for safety. Ring the doorbell, call, or text when you arrive.

• Arrival: Please arrive 5–10 minutes before your appointment to check in, use the restroom, and settle in before your session begins.

10. Emergency Exceptions

​Policy:

Fees for late cancellations, No Shows, or late arrivals may be waived at the discretion of the therapist in cases of unforeseen emergencies (illness, accident, family emergency).

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Why it exists:

This allows flexibility while still maintaining fairness to other clients and respecting the therapist’s time. Please contact us as soon as possible if an emergency prevents you from attending your appointment.

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Spirit & Body Work 1186 East Walnut Street Pasadena, CA 91106

, Roxana Torres License CMT #61242 roxana@spiritandbodywork.com 818.395.1439